Community Paramedicine Manager

Position Summary

The Crisis Center of Tampa Bay brings help, hope, and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Community Paramedicine Manager is responsible for leading and managing the Mobile Integrated Health/Community Paramedicine (MIH/CP) Program. This position reports to the Senior Director of TransCare Operations.

Strategic/Transformational Duties and Responsibilities

• Effectively manage all aspects of the MIH/CP program.
• Establish financial, operational, and safety goals in line with the mission of the Crisis Center of Tampa Bay.
• Identify opportunities and make recommendations to enhance performance, staff development, operational processes, and efficiency, leading to empowered/engaged employees, superior customer service, and increased overall performance of the program.
• Assist with development and implementation of marketing strategies and actions to support business goals, and to enhance the MIH/CP program's value to the Crisis Center of Tampa Bay and the community.
• Involves staff and other stakeholders in the performance quality improvement (PQI) process, and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

• Collaborates with the Director of Organizational Development, Quality Assurance, and Training Coordinator to manage quality assurance processes for the MIH/CP Program, focusing on customer service, documentation, and continuous improvement across all internal and external levels.
• Implements and assists in the adoption of policies, procedures, and practices related to all aspects of MIH/CP, ensuring the delivery of high-quality patient care and customer service.
• Ensures compliance of operations and personnel with all local, state, and federal regulations, including HIPAA and OSHA requirements.
• Monitors, analyzes, and reports on operational metrics and key performance indicators to track MIH/CP Program performance, ensure contract compliance, and optimize customer service.
• Manages departmental budgets, monitoring expenses and proactively adjusting expenditures to align with revenue targets.
• Oversees documentation processes to guarantee accurate and complete information required for billing.
• Coordinates daily dispatch and scheduling activities to ensure efficient and timely responses to customer needs.
• Supervises external and internal incident investigations, including reporting and managing claims, complaints, incidents, injuries, and accidents.
• Maintains current state and county certifications; attends Continuing Education (CE) courses, company, and departmental meetings.

• Oversees ALS logistics, including oversight of narcotics, equipment, and compliance.
• Assists the Lead Materials Management Assistant in the procurement and stocking of ALS medications and supplies.
• Maintains and order vaccines, as needed.
• Upholds and implements the philosophies, objectives, and policies of TransCare and the Crisis Center of Tampa Bay.
• Establishes and maintains positive working relationships with staff, vendors, and stakeholders at all levels.
• Performs additional duties as needed to meet departmental or CCTB objectives.
• Assumes responsibilities of other operational positions as required.

Supervisor Responsibilities

Directly supervises Community Paramedics. Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws and company initiatives/goals. Responsibilities include interviewing, hiring, training, and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching, and disciplining employees; addressing complaints and resolving problems. Acts as a change agent and develops a high-performing team in the spirit of exceptional service to all internal and external partners.

Required Competencies

• Cooperation/Teamwork- Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
• Engaging Communication-Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
• Customer Service (Internal & External)-Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously and respectfully at all times. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively
• Adaptability- Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast paced environment. Is reliable, dependable and results-oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
• Problem Solving-Views problems as opportunities to create new solutions.  Anticipates potential problems and analyzes alternative solutions. 
• Judgment- Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
• Organization- Effectively manages time around goals, tasks, and deadlines.  Shifts priorities and efficiently manages multiple tasks.  Uses a systematic plan to prioritize work and resources to meet deadlines.  Communicates problems that may adversely impact task completion to the appropriate personnel in a timely manner. 
• Valuing & Fostering Diversity- Demonstrating respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
• Self-Management- Taking of responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast paced environment, and needs minimal supervision; Exhibiting a professional demeanor.

Education and Experience

• High school degree required.
• Bachelor's degree from an accredited college or university or equivalent combination of education and directly related experience, preferred.
• Progressive leadership experience, including five (5) years' supervisory experience preferred.
• Possess ICS 1100, 200 and 700, Baker Act certifications, EVOC training, and Certified Community Paramedic or obtain within one year of hire date.
• Florida Paramedic certification required.
• Microsoft Office experience is required; incumbent must demonstrate computer skills and ability to multi-task. Experience with electronic Patient Care Reporting is preferred.

Knowledge, Skills and Abilities

• Knowledge of Florida chapter 394, 395, 401 and 64E-2 Florida Administrative Code and recertification requirements.
• Knowledge of the Baker Act standards as they apply to transportation of patients.
• Knowledge of and compliance with HIPAA regulations.
• Knowledge of all agency protocols (ie Trauma Transport, TransCare transport, TransCare MIH/CP protocols).
• Knowledge of and compliance with Crisis Center policies and procedures, with the ability to explain through communication with staff.
• Demonstrates the ability to communicate professionally with clients, customers, public service personnel, and internal team members including Board Members and Senior Management.
• Demonstrates interpersonal, coaching, and listening skills with the ability to communicate positively within all levels of the organization.
• Thrives in a dynamic, fast-paced environment and can work on various projects simultaneously, requiring strong organizational and time management skills.
• Ability to remain objective, discreet, and exercise common sense at all times.

Physical Demands/Working Conditions

Physical Requirements:

• Unimpaired Mobility: Must be able to respond quickly to ambulance calls, must physically be able to access patients located in difficult terrain and dangerous environments and locations, must be able to climb stairs and other structures, must be able to work in close and dangerous environments, such as without limitation, damaged vehicles and structures on fire, must be able to carry heavy equipment and patients.
• Physical Abilities: Must be able to perform strenuous physical requirements, including without limitation, lifting and moving of heavy equipment and patients in a variety of environmental and dangerous conditions, perform CPR and other lifesaving maneuvers. Water rescues may require the ability to swim at basic survival levels, and other exhaustive physical demands in emergent situations.
• Fine Motor Skills: Must be able to perform required medical skills and techniques, including without limitation, bandaging, splinting and establishing an IV, performing endotracheal intubation and other advanced airway techniques, manual defibrillation, pleural decompression.
• Vision: Must have correctable vision that permits the safe operation of emergency vehicles, the reading of gauges, fine print and figures associated with emergent medical care and treatment; and color acuity to differentiate varying colors that may be necessary in providing emergency care and treatment.
• Hearing: Must be able to hear sufficiently to obtain information provided by patients, family members, bystanders, medical professionals and other emergency personnel; and adequate hearing necessary to provide emergency care and treatment in active, distracting environments.
• Speech: Must be able to speak and enunciate clearly and at a level audible to others in loud conditions. Must be able to verbally communicate in stressful and distracting environments with patients, family members, medical professionals and other emergency personnel.

Working Conditions: Duties are performed primarily in an office environment but may occasionally require visiting staff in the field. Operates computer and standard office equipment such as telephone and copier/printer. Work conditions may include emergency and stressful situations. The noise level in this work environment is usually moderate.

Travel: Frequent local travel.

Hours: Standard schedule is Monday – Friday 8:00am – 5:00pm; however, this position may require after hours/weekend calls from staff, and may require holiday, evening and/or weekend work, including times of disaster.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.